Return and Exchange Policies
When communicating with InternetLumber.com electronically in regards to exchanges and claims please include all of the following information: The full name of the person who originally ordered the product, contact phone number, online order ID, Invoice number, all tracking numbers associated with the order, and an accurate description of the damage or missing items.
To review all terms and conditions of sale please click hereOrder Cancellation
Orders cancelled prior to manufacture and shipping can be cancelled without penalty please call us immediately if you need to cancel an order, once an order has entered the manufacturing process or has been loaded out for shipment we cannot take a return without assessing restocking and freight fees, including return freight costs. Custom products including millwork and stair parts, custom flooring, flooring with custom stains, and hardwood lumber that is surfaced or ripped cannot be cancelled after production has begun.
Orders cancelled after manufacture and/or shipment are subject to a 20% restocking fee and actual freight costs for both the outbound and return freight. Custom products, clearance products, odd-lots, millwork, and stair parts are non returnable.
Returns of incorrect product are made at our expense, however, you must contact us prior to the return for exchange to receive proper paperwork. We may require digital photos prior to authorizing a return for exchange.
Cancellation or Return of Free Shipping Items If you need to cancel an order after shipment please call us first, failure to communicate in advance can lead to significant unintended costs with our carriers. All returns must have an InternetLumber issued RMA number for processing.
Orders sold under our free or discounted shipping options and cancelled or returned (except in cases where an incorrect product is sent) will be billed our standard restocking fee of 20% and actual invoiced freight costs from our carriers for both the outbound and return freight. All returns must have an InternetLumber issued RMA number clearly marked on all packaging and shipping documents. Returns without an RMA number cannot be accepted at our dock and as such no credit can be given. Refused shipments without our prior consent constitute unauthorized returns and cannot be accepted.
Incorrect Product
Although rare we occasionally will make a mistake in packing out orders, if you believe you received the wrong product or wrong quantity please contact InternetLumber.com within 48 hours of receipt of product and request an RMA# and replacement, InternetLumber.com will verify the claim and provide a prepaid shipping label or Bill of Lading for the return. We may request photos to do so. Please do not discard original packaging and shipping paperwork.
Exchanges InternetLumber.com will allow product exchange for unused product for a period of seven days after receipt of materials, customer is responsible for all shipping charges. An RMA# is required for the return. Exchanged product will be shipped within 24 hours of receipt and inspection of the return by InternetLumber.com. Product that has been installed or modified cannot be returned or exchanged.
Unauthorized Returns Items returned without an RMA# or refused shipments are considered unauthorized returns and will be refused at our dock. No refunds will be made for returns without an RMA# and the customer will be responsible for all freight, storage, handling and disposition fees.
Damage Claims (FedEx) Damage, while extremely rare, does occur from time to time. If your shipment was delivered by FedEx (Ground or Express)damage claims must be made within 48 hours of receipt of product by the customer. InternetLumber.com will provide you with a damage claim form and will handle the claim process with FedEx. Upon acceptance of the claim by FedEx InternetLumber.com will, at its discretion, send replacment or refund for the actual damages.
Damage (Truck freight)
The Customer or customer's agent must be present at delivery, carefully inspect all packages and items for damage or missing materials, if there is damage or missing items it must be clearly noted by the customer on the original bill of lading and signed by the driver. Immediately contact InternetLumber.com and send copies of the bill of lading noting damage and we will handle the claim on your behalf. Upon acceptance of the claim by the carrier InternetLumber.com will, at its discretion, send replacment or refund for the actual damages. Please note that freight carriers have specific rules and regulations relating to damage claims it is important that you contact us as soon as possible after accepting and noting damage so that we may quickly process your claim and ship replacement materials.
IF DAMAGE/PARTIAL LOSS IS NOT NOTED AT TIME OF DELIVERY ON THE ORIGINAL BILL OF LADING. THEN THE CUSTOMER MUST FILE THE CLAIM DIRECTLY WITH THE CARRIER.
DO NOT DISCARD DAMAGED ITEMS THE CARRIER WILL REQUIRE THE SALVAGE PRIOR TO PROCESSING THE CLAIM
DO NOT REFUSE DAMAGED/MISSING ITEM SHIPMENTS WITHOUT PRIOR APPROVAL OF INTERNETLUMBER.COM, DOING SO WILL CONSTITUTE AN UNAUTHORIZED RETURN, CUSTOMER WILL THEN BE RESPONSIBLE FOR OUTBOUND AND RETURN FREIGHT AND STORAGE FEES. UNAUTHORIZED RETURNS CANNOT BE ACCEPTED OR REFUNDED.